topic Re: Return SkyQ Equipment in Account & Billing

Return SkyQ Equipment

NannaP — Wed, 10 Jul 2024 10:10:52 GMT

I need to return SkyQ equipment. My Sky account shows that the return packaging was delivered last week but I haven't received it. I spoke to a Sky agent yesterday & was told that he arranged for Royal Mail to collect the equipment from my home address today. When Royal Mail arrived this morning, there was no packaging, just a return label & they could not accept the equipment unless it was packaged. They also told me that Royal Mail do not provide the packaging. I contacted Sky again & the agent told me that the original return packaging cannot be resent but that ANY secure packaging can be used. I explained that I don't have anything suitable to use. He suggested that the only other alternative is to purchase suitable packaging (it's approx £10 on the Royal Mail website)

I feel let down by Sky after being a customer for almost 20 years.

Re: Return SkyQ Equipment

Daniel0210 — Wed, 10 Jul 2024 10:14:52 GMT

@NannaP
If you’ve successfully cancelled Sky usually send out returns packaging near the end of any cancellation period, [14 days for Broadband] [31 days for Sky Q].

The onus is on you to return the loan equipment. As you've been told you can use any packaging as long as it's secure and you may want to put a note inside with your account number and a list of equipment that is included. This link explains about how to receive an email with your return labels through Royal Mail.
https://www.sky.com/help/articles/return-tv-broadband

Keep your proof of posting safe and indefinitely and if you use Royal Mail’s collect from home service, keep a record of the tracking number.

Re: Return SkyQ Equipment

GD1 — Wed, 10 Jul 2024 10:15:14 GMT

@NannaP You only telling fellow customers I'm afraid, you'll need to use your own packaging if none has arrived, failure to return items within the specified window will see you levied with charges far in excess of £10.

Re: Return SkyQ Equipment

NannaP — Wed, 10 Jul 2024 14:17:18 GMT

@GD1 , of course I DO realise that I am interacting on a community forum & not with any Sky representatives themselves.
I was merely sharing my experience of poor customer service.
Thanks for reiterating the points I had already mentioned in my original post, though.

Re: Return SkyQ Equipment

Daniel0210 — Wed, 10 Jul 2024 14:21:20 GMT

@NannaP

It's unfortunate that the returns packaging hasn't arrived or has gone astray but as already stated the onus is on you to return the equipment so if that means getting alternative packaging that is what you'll need to do. The equipment will be of no use to you and the non return fees will be far greater than the cost of a box.

Re: Return SkyQ Equipment

NannaP — Wed, 10 Jul 2024 14:27:00 GMT

@Daniel0210, ALL cancellation criteria has been met.
The point of my post was to share a poor customer service experience.

Re: Return SkyQ Equipment

Daniel0210 — Wed, 10 Jul 2024 14:30:39 GMT

@NannaP

As you've found, (and I have seen previously mentioned in posts) it seems Sky will only send out packaging once. We are merely advising what you need to do and the consequences of not returning loaned equipment. It's up to you whether you follow that advice. The information @GD1 and I have posted will possibly be of benefit to other customers in the future.

Re: Return SkyQ Equipment

NannaP — Wed, 10 Jul 2024 14:37:27 GMT

@Daniel0210, Again I am merely sharing my experience of poor customer service.
All terms, conditions & obligations on my part of terminating my contract were read & fully understood.

Re: Return SkyQ Equipment

Daniel0210 — Wed, 10 Jul 2024 14:41:31 GMT

@NannaP

I'm not saying you haven't correctly cancelled. The only negative aspect of your post is the packaging hasn't arrived and Sky won't re-send it which has been reported before.

Re: Return SkyQ Equipment

NannaP — Wed, 10 Jul 2024 15:49:27 GMT

@Daniel0210, I'm glad you've eventually understood the context of my post. I hope that other forum members will find the unsolicited advice of laypersons such as yourselves, helpful.

Re: Return SkyQ Equipment

Daniel0210 — Wed, 10 Jul 2024 15:50:35 GMT

@NannaP

I understood your first post.